topic Re: ESIM card in Get Support

ESIM card

LindaL2 — Sat, 02 Mar 2024 00:18:35 GMT

Can’t seem to make the ESIM card work for my new subscription. I would appreciate receiving help to resolve this matter. Thank You

Re: ESIM card

Mark747 — Sat, 02 Mar 2024 00:22:02 GMT

Same problem, not a great welcome to Public Mobile.

Re: ESIM card

LindaL2 — Sat, 02 Mar 2024 00:48:10 GMT

I agree!

Re: ESIM card

Mark747 — Sat, 02 Mar 2024 00:51:52 GMT

It seems to be working for me now, although the number port is incomplete. After I got an error saying the eSIM activation failed I went into my cellular settings on my iPhone and turned the new line “on” and it works. I can also make calls with it, but when trying to call it with the number I wanted ported is still uses my old carrier. They said up to five hours for the number port so hopefully that eventually goes through too.

Re: ESIM card

LindaL2 — Sat, 02 Mar 2024 01:22:53 GMT

the message i receive when trying to activate esims is expired. Therefore impossible for me to go further in the process.

Re: ESIM card

softech — Sat, 02 Mar 2024 01:26:41 GMT

@LindaL2

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android: Check your Sim Card Manager and see if a Public Mobile eSim is there. If so, make sure it is enabled.

On iPhone: check Settings > Celluar and see if the eSIM is there. If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

And if the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim).
If the non-PM sim is physical, remove it. If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)

Then reboot the phone and click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM support using Chatbot:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there